This is a Support Engineer (L1) role, who will be responsible for troubleshooting and resolving issues related to healthcare IT systems.
This is a Support Engineer (L1) role, who will be responsible for troubleshooting and resolving issues related to healthcare IT systems, specifically the Philips ICCA product.
You will work closely with customers (caregivers, nurses, technical staff etc.) providing 24/7 support and ensuring high levels of service quality and compliance with industry standards.
Role: Hybrid (2 days from Warsaw Office)
B2b Contract for 12 months
Language skills: English and German (Mandatory)
Candidates should be willing for rotational shifts including night shift and 24/7 on-call availability including weekends.
responsibilities :
Incident Management: Troubleshoot healthcare IT systems using remote data connections, managing incidents as part of a 24/7 service desk.
Customer Interaction: Establish and maintain contact with customers upon receiving fault reports, ensuring effective communication throughout the resolution process.
Preventive Maintenance: Conduct preventive maintenance on medical technology systems in accordance with manufacturer specifications and maintenance instructions.
Corrective Maintenance: Perform repairs on medical technology systems with partially known solutions, providing remote support or coordinating on-site assistance as required.
Documentation: Document and report safety-related defects or risks in line with the customer feedback process.
Solution Communication: Explain solutions to customers, confirm understanding, and maintain accurate documentation of accepted tickets.
Escalation Management: Initiate escalations with Level 2 support and provide technical assistance, as necessary.
Root Cause Analysis: Investigate recurring faults, determining underlying causes and proposing potential solutions.
Data Analysis: Collaborate with Level 2 (Next Level Service Engineer), Level 3 (BIU), Technical Consultants, and customers to collect and analyse necessary data.
Proactive Monitoring: Actively monitor incoming fault reports from proactive systems and teams in the ticket management system, processing them as service incidents.
requirements-expected :
Communication Skills: Excellent verbal and written communication skills; ability to communicate effectively with both technical and non-technical stakeholders.
Personal Attributes: Reliability, commitment, and a confident demeanour; strong cross-departmental teamwork abilities.
Availability: Willingness to work weekends and provide extended emergency service with 24/7 on-call availability.
Language Skills: Proficient in spoken and written English and German; knowledge of additional languages is a plus.
Education: Bachelor’s degree in Information Systems Technology, Computer Science, Medical Technology, Information Network Technology, or a related field.
